Jobs

Job Overview

Department

Customer Services

Location

Newbury

Job Overview

A Bit About Us

We’re a bunch of people who go to great lengths to make sure our customers are the happiest customers out there. We may sell everything from washing machines to PlayStations, but at our core we’re a people business.

We roll up our sleeves and work together to make things happen. From logistics, recycling to our award winning IT teams, almost everything we do, we do ourselves to make sure every aspect of our customer journey is done properly.

We launched in 2000 as a result of a £1 bet in a Bolton pub. 18 years later we have a 5* TrustPilot rating (after 100K reviews), expanded our business into Europe and floated on the London stock exchange, but we never lose sight of what we’re about.

More About the Role

Responsible for the day to day management of the Contact Centre made up of the following areas; Customer Service, Telesales, Quality and Order Processing all based within AO mobile.

The role will include managing 7 direct reports, 6 of whom will be Team Managers, each with a team of 12-15.

To be successful in the position you will need to have a strong operational background, with experience in motivating and running large teams within the Contact Centre arena. A strong communicator, who understands the value of employee engagement and understands how to make that happen as well as delivering and implementing key business messages.

The objective is not about growing the numbers of people but getting the best out of the team, through coaching and mentoring, while continuously looking for ways to automate processes in order to provide our customers with a world class seamless service offering.

Here's What You Can Expect to be Doing

Accountable for the operational KPIs in the following areas;

Customer Service (Voice, Webchat, Email & Social)

Telesales (Voice & Webchat)

Fulfilment (Order Processing & Connections)

Lead and Inspire the management team to become excellent leaders.
Understand and develop processes, including automation, that will make our customer journey as good as possible.

Present to stakeholder’s on key performance updates and initiatives
Create a coaching culture and work with the training team to ensure there is a continuous investment into our people.

A Few Things About You

Experience in Operational Management within a Contact Centre.

Clear & Concise communicator.

Ability to manage large teams.

Be comfortable in engaging and presenting to stakeholders within the business.

Ability to coach and mentor front line managers

People focused attitude.

Able to analyse results and create plans of action to improve performance.

Be customer obsessed, putting our customers at the front of all decision making.

Why Choose AO?

At AO, our culture and our AO’way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy.

The AO motto is "treat every customer like you’d expect your nan to be treated, and make decisions your mum would be proud of". To do this, we train and empower each and every AO’er to strive for better ways of doing whatever they are doing.

Our AO’ers don’t just go through the motions and follow processes, it just isn’t our thing. We don’t follow trends, we set them.

Great People Deserve Great Things

As an AO employee you can take full advantage of our benefits package. As well as the fundamentals, like pensions and holidays, we have designed our "AO Perks" to help you out financially and make your work life a little easier.

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